Taiwanese Speaking Customer Advisor

Ignite; Penang; Hybrid; MYR 95,000 - 99,000; Full time

Job summary

Ignite is seeking a Customer Success Specialist in Penang to support a global e-commerce brand. You will handle inquiries across phone, live chat, and email while guiding users and resolving complex issues.

The role requires 6+ months of customer-facing experience, strong communication in Taiwanese and English, and solid basic technical skills. This position includes a language stipend and a transition from remote to on-site work.

Qualifications

• Fluency in Taiwanese (written and spoken) and English (minimum B2) for training and internal comms.
• Minimum 6 months of customer-facing experience across industries.
• Typing speed 40 WPM; 90% accuracy; basic MS Office and Windows OS skills.
• Strong emotional intelligence, active listening, analytical thinking, and resilience.

Responsibilities

• Provide end-to-end customer support via voice, chat, and email.
• Safeguard payment data and customer privacy per regulations.
• Address and resolve customer inquiries; preserve brand loyalty.
• Identify high-priority cases and escalate appropriately.
• Collaborate to improve daily processes and service quality.
• Aim to meet or exceed KPIs and quality targets.

Skills

Taiwanese language

English proficiency

Typing 40 WPM

MS Office

Windows OS

Emotional intelligence

Active listening

Analytical thinking

Resilience

Education

Bachelor's Degree

Job description

Location: Penang, Malaysia (Georgetown / Bayan Lepas)

Work Model: Remote for 1 month (visa onboarding phase), transitioning to 100% On-Site

Schedule: 5-day work week (2 days off) | Rotating Shifts: Mon-Fri (9:00 AM - 10:00 PM), Sat-Sun (9:00 AM - 6:00 PM)

Compensation: MYR 8,500 - MYR 8,900 per month (inclusive of language stipend)

Position Summary

Step into a dynamic role as a Customer Success Specialist, serving as a primary representative for a leading global e-commerce brand. In this customer-facing position, you will provide end-to-end support across voice, live chat, and email channels - guiding users through inquiries, resolving complex issues, and maintaining top-tier service standards.

Primary Responsibilities

• Customer Support: Offer seamless support to global customers via phone, live chat, and email regarding order tracking, payment processing, product details, and site navigation.
• Data Security: Safeguard sensitive payment details and customer data in full compliance with global privacy regulations and internal security standards.
• Issue Resolution: Address and resolve customer concerns professionally, turning difficult situations into positive outcomes to preserve brand loyalty and retention.
• Escalations: Recognize complex or high-priority cases promptly and route them to the appropriate specialized teams for swift resolution.
• Process Enhancement: Collaborate with team members and leadership to refine daily workflows, clear operational hurdles, and enhance overall service quality.
• Performance Metrics: Consistently meet or exceed target KPIs, quality assurance benchmarks, and operational goals.

Candidate Profile

• Mandatory Requirements:
  • Language Skills: Full professional fluency (written and spoken) in Taiwanese, along with at least B2-level English proficiency for internal training, team communications, and system navigation.
  • Education: Completed Bachelor's Degree (required for local Employment Pass and work visa authorization).
  • Experience: At least 6 months of customer-facing experience in any industry. Recent graduates in Mass Communications, English, or related fields are welcome to apply if they possess strong customer service capabilities.
  • Technical Skills: A minimum typing speed of 40 WPM with at least 90% accuracy, plus basic proficiency in MS Office and Windows OS environments.
  • Soft Skills: Strong emotional intelligence, active listening skills, analytical thinking, and the resilience to handle demanding customer interactions calmly and effectively.